I was on the flight and even restrained the captain!
I am still stranded in Texas.
I wrote in a complaint and this was their response. Is this really an industry standard?

---

Dear Matthew,
We've received your most recent correspondence and are disappointed to learn that you were unhappy with your most recent experience. At the same time, we’re glad that you have provided us with comments. Please be assured, we will use this as a learning experience.

Our pilots, copilots, gate agents, and flight attendants are screened thoroughly for mental health. Unfortunately, due to sheer nature of frequent contact with passengers, their mental stability is inevitably compromised. Unruly passengers continue to make the excessive and unreasonable demand of reaching their final destination. When that demand is not met, unfortunately, passengers expect compensation for denied boarding in an overbooking situation, access to food/water/lavatories during tarmac delays, re-routing during a mechanical delay situation, and perhaps the most extreme—a response to every complaint when those services are not rendered. Delivery of these services is not possible, due to security reasons, of course. These demands inevitably impact our staff, who may be required to use physical force and/or purposely induce fear, such as threatening to crash the aircraft as you experienced yesterday.

However, your perceptions and comments were reviewed by the responsible management personnel. We are truly dedicated to making certain that our customers have a pleasant experience when flying with us. Your constructive criticism will help us meet that objective as we will review our policies.

Our Contract of Carriage (addendum 21, released today) clearly state “Any member of the in-flight crew may execute any means necessary (including, but not limited to mental or physical torture) if he or she feels that aircraft operations may be compromised”. As you see, even during his medical event, our pilot heroically following our policy which echoes the industry standard.

However, as a gesture of good will and based on your loyalty, I have added 10 bonus miles to your account. The miles may be applied towards select flights which depart one year from your date of birth.

We hope to see you aboard real soon.

Sincerely,
R. G. H. F. Smith
Customer Relations
Note: Due to security purposes, you can only reply to this message on a web form with a 100 character limit. We respond to all feedback within 7 years or after our next bankruptcy, whichever comes first.

<< this response is a spoof and not a genuine response from JetBlue>>. Edited at the request of the original poster.

Quote:Our pilots, copilots, gate agents, and flight attendants are screened thoroughly for mental health. Unfortunately, due to sheer nature of frequent contact with passengers, their mental stability is inevitably compromised. Unruly passengers continue to make the excessive and unreasonable demand of reaching their final destination. When that demand is not met, unfortunately, passengers expect compensation for denied boarding in an overbooking situation, access to food/water/lavatories during tarmac delays, re-routing during a mechanical delay situation, and perhaps the most extreme—a response to every complaint when those services are not rendered. Delivery of these services is not possible, due to security reasons, of course. These demands inevitably impact our staff, who may be required to use physical force and/or purposely induce fear, such as threatening to crash the aircraft as you experienced yesterday.End Quote

Wow. Can't believe they are implying that the pilot/captain flipped due to "the sheer nature of frequent contact with passengers".
Also, the 'security reasons' these airlines brandish all the time are the exact reasons why this incident must be thoroughly investigated and published!!!
I think the incident could have happened to any airline but the response to Matt's complaint would surely set Jetblue apart from the rest (negatively, of course)

I was on the flight and even restrained the captain!
I am still stranded in Texas.
I wrote in a complaint and this was their response. Is this really an industry standard?

---

Dear Matthew,
We've received your most recent correspondence and are disappointed to learn that you were unhappy with your most recent experience. At the same time, we’re glad that you have provided us with comments. Please be assured, we will use this as a learning experience.

Our pilots, copilots, gate agents, and flight attendants are screened thoroughly for mental health. Unfortunately, due to sheer nature of frequent contact with passengers, their mental stability is inevitably compromised. Unruly passengers continue to make the excessive and unreasonable demand of reaching their final destination. When that demand is not met, unfortunately, passengers expect compensation for denied boarding in an overbooking situation, access to food/water/lavatories during tarmac delays, re-routing during a mechanical delay situation, and perhaps the most extreme—a response to every complaint when those services are not rendered. Delivery of these services is not possible, due to security reasons, of course. These demands inevitably impact our staff, who may be required to use physical force and/or purposely induce fear, such as threatening to crash the aircraft as you experienced yesterday.

However, your perceptions and comments were reviewed by the responsible management personnel. We are truly dedicated to making certain that our customers have a pleasant experience when flying with us. Your constructive criticism will help us meet that objective as we will review our policies.

Our Contract of Carriage (addendum 21, released today) clearly state “Any member of the in-flight crew may execute any means necessary (including, but not limited to mental or physical torture) if he or she feels that aircraft operations may be compromised”. As you see, even during his medical event, our pilot heroically following our policy which echoes the industry standard.

However, as a gesture of good will and based on your loyalty, I have added 10 bonus miles to your account. The miles may be applied towards select flights which depart one year from your date of birth.

We hope to see you aboard real soon.

Sincerely,
R. G. H. F. Smith
Customer Relations
Note: Due to security purposes, you can only reply to this message on a web form with a 100 character limit. We respond to all feedback within 7 years or after our next bankruptcy, whichever comes first.

<< this response is a spoof and not a genuine response from JetBlue>>. Edited at the request of the original poster.

I find you little "spoof" and supposed response in extermely poor taste you need to walk a mile in the shoes of an airline employee before you ever consider posting something like this. you are a disgrace to the human race.

I find you little "spoof" and supposed response in extermely poor taste you need to walk a mile in the shoes of an airline employee before you ever consider posting something like this. you are a disgrace to the human race.

azstar, I am in complete agreement with you. While I do understand that this was satire and it is in some way funny, I feel strongly against it, working in an airline in a customer service capacity. It is stressful and tiring and after working 11 hour shifts for 6 days a week and receiving everything from customers from praise to downright nasty abuse, I still am proud to put on my tie, and come to work the next day.